RETURNS

We understand that sometimes customers need to return items to us, whether it’s due to a problem with their order or because they have simply decided that they do not wish to keep the product. We understand that this is already enough of an inconvenience to you, so our process has been refined and simplified over the years to ensure that it’s as easy and stress-free as possible.

In most situations, we cover the cost of shipping but it is dependant on the reason for the return. If you would like to return a product to us and would like to take advantage of this option, please send an email to customer.services@thebigphonestore.co.uk. Alternatively, you can call our customer service team on 0800 888 6497 to discuss the process in further detail.

TIMESCALES

How long it takes to process a return will depend entirely on the issue that you have encountered. We usually process all returns within one business day however, exchanges or warranty returns may take longer, depending on the issue.

MONEY BACK GUARANTEE RETURNS

All of our customers are given 30 days of receiving their goods to return the goods for a full refund.

The returns process could not be simpler;

Locate the returns address at the bottom of this page

Package your device safely, ready for shipping.

Return the product to us.

Wait for 3 to 5 working days for us to process your refund, replacement or exchange — whichever you have requested.

Naturally, all of our products come with a warranty of some sort. Customers who purchase brand new products enjoy the luxury of a 12-month manufacturer warranty, through which they are able to return it to the manufacturer to have their issue resolved. If you cannot locate the contact details for the manufacturer of your product then please email us and a member of our team will be happy to assist you, where possible.

Customers who have purchased a used product from us are able to take advantage of our 6-month return to base warranty. This allows you to return the device to us for a repair or a replacement, should there be an issue with your device. Should neither be possible at the time, we may offer you a full refund. These types of returns should be sent directly to our returns department, for which the address can be found below.

If you have any questions about returns or your eligibility to return a product then please do not hesitate to email us or call us on 0800 888 6497 and a member of our team will be delighted to discuss your specific situation with you.

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Buy with confidence at The Big Phone Store, a big range of good as new mobile phones at half the cost. Including brands, you love such as iPhone, Samsung, Nokia and Blackberry. Specialising in refurbished, used and new mobile phones and phone accessories.

We rigorously test, security check and data zap all used phones and provide warranty and free delivery as standard.